If the participant or signatory doesn’t receive the email, the email may be incorrect in SiteVault or an error might have occurred. To resolve this issue, complete one of the steps below, depending on the status of the eConsent form. You can determine the status by checking the Veeva eConsent Status field on the signed ICF documents that were created for the participant.

• Delivered: If the status is Delivered, verify that the email address on the participant’s patient record or signatories signatory record is correct. Complete one of the following actions depending on whether the email is correct:
• Incorrect: If the email address is incorrect, correct the email address, cancel the eConsent forms you sent, and resend the eConsent forms. See the following help topics for more information:
  • Managing Patients
  • Managing Study Participants
  • Canceling eConsent Forms
  • Consenting Participants
• Correct: If the email is correct, have the user check their spam folder and trash. If the user has an alternate email address, you can also complete the steps in the Incorrect item above to resend the ICFs to a different email address.
• Not Delivered: If the status is something other than Delivered, wait one hour and check again. If the status is still not Delivered after an hour, contact Veeva and we’ll check the logs for errors. We recommend waiting an hour because the SiteVault system adds the document to a queue to retry at the beginning of the next hour if the operation fails in SiteVault.

See the Tracking eConsent Forms page for more information about the statuses.

Ask the user to check their spam folder and trash. If they didn’t set their password and log in before they deleted the email, you can cancel and resend the eConsent form and they’ll receive a new email.

If they registered their account but didn’t sign or decline the forms, you can also ask them to log in directly at https://patients.myveeva.com/ or in the MyVeeva for Patients Android or iOS applications. Their uncompleted forms will be displayed on the Tasks page when they log in.

Ensure that the user is meeting the password requirements displayed on the registration page and explain what special characters are if they aren’t sure. You can also ask them to check that their caps lock isn’t on.

See the Registration and Login page on the MyVeeva for Patients Help website for more information about how users set passwords.

Complete the following steps to resolve this issue:

1. Ask the user to check their spam folder and trash.
2. If they can’t find the email, ensure that you have the correct email address on the patient or signatory record. If not, update the record and resend the eConsent form.
3. If they still doesn’t receive the email, contact Veeva and we’ll check the logs for errors.

Although it's most likely that someone else accidentally entered the incorrect email address when attempting to reset their own password, ask the user to reset their password to err on the side of caution and prevent losing access to their account.

See the Registration and Login page on the MyVeeva for Patients Help website for more information about how users reset passwords.

Complete the following steps to resolve this issue:

• Email Correct: Verify that the user is using the same email address that the site staff entered on the patient or signatory record in SiteVault and for which they registered their account.
• Password Correct: Verify that the user doesn’t have their caps lock on, and help them reset their password if needed.
• Web Address Correct: Verify that the user is trying to log in at the correct regional address of MyVeeva for Patients. If they try to log into the EU region with an email address that is registered for only the US region, for example, they’ll see an error message. They can enter their email address at https://patients.myveeva.com/ and be redirected to the correct regional address for their account, or they can go to the regional address directly. Currently, the following regions are supported:
• APAC: patients-ap.myveeva.com
• EU: patients-eu.myveeva.com
• US: patients-us.myveeva.com

See the Registration and Login page on the MyVeeva for Patients Help website for more information about how users log in and reset passwords.

Complete the following steps to resolve this issue:

1. Verify that the user has a cellular signal, has SMS enabled, and doesn’t have their phone in airplane mode.
2. If the user hasn’t registered an account, verify that the correct mobile phone number is entered on the patient or signatory record in SiteVault.
3. If the phone number is not correct on the record in SiteVault, update the user record, cancel the eConsent forms, and resend the forms. See the following help topics for more information:
   • Managing Patients
   • Managing Study Participants
   • Canceling eConsent Forms
   • Consenting Participants
4. If the user has registered an account, verify that the phone number in their account settings is correct and current. See the Account Settings page in the MyVeeva for Patients Help for more information.
5. Ensure that the user tried to receive the code in a phone call as well as a text message. The user can also request one more text message and voice call.
6. Contact Veeva and we’ll check the logs for errors.

Ask the user to speak with a member of the site staff who can explain the ICF’s content.

Instruct the user on how to zoom in using their browser. The MyVeeva for Patients web and iOS applications also support screen readers. Additionally, the MyVeeva for Patients web application supports keyboard navigation.

Ask the user to return to the Tasks page and complete the available consent forms that are higher on the page. This allows them to complete subsequent forms. Users are required to complete forms in the signing order specified in the eConsent editor.

See the Requiring a Signing Order section in Clinical Operations Help for more information about signing order for eConsent forms.

Complete the following steps to resolve this issue:

• Explain to the user how to determine which sections are incomplete using the table of contents. If the user is on a mobile device or smaller screen, they need to select the Table of Contents button to view it.
• Ask the user to make sure they’ve viewed each section and answered any required questions. Completed sections have a green checkmark next to them on the table of contents. Additionally, when the user attempts to click the signature field before completing all the sections, we flash the incomplete sections with an orange border on the table of contents.

See the Consent Forms page on the MyVeeva for Patients Help website for more information.

Complete the following steps to resolve this issue:

• Explain to the user that it may take a few moments to send the form from MyVeeva for Patients to the site’s system.
• Ask the user to refresh their browser, log out, and log back in. If the document was successfully submitted, they should be able to view the signed document.
• Check whether the signed ICF was received in SiteVault.

See the Consent Forms and Documents pages on the MyVeeva for Patients Help website for more information.

Ask the user to log back in at https://patients.myveeva.com/. MyVeeva for Patients tracks the user’s progress through their uncompleted documents, so they can resume reviewing and signing documents easily.

See the Consent Forms page on the MyVeeva for Patients Help website for more information.

Users should contact the study site to inform them.

Site staff can resend the same version or send a new version of the blank ICF to the participant and their signatories. See the Processing Declined eConsent Forms section for more information.

The user can select the Download PDF button in the upper right corner on completed or uncompleted documents to download a form and can use their browser’s or device’s functionality to print it.

See the Documents page on the MyVeeva for Patients Help website for more information.

Compare the current steady state version of the blank ICF in SiteVault to the blank ICF version that the user previously signed using Vault’s compare version functionality. You can determine the blank ICF version that the user previously signed by viewing the Approved ICF Version section of the previously signed ICF's document information.

See the Tracing Signed ICFs and Approved Versions help topic for more information.

Currently, MyVeeva for Patients only recognizes virtual meeting join links from Meet, Skype, Teams, and Zoom. If you schedule a virtual visit using a different virtual meeting platform, the visit appears on the user’s calendar as an in-person visit. They can select the virtual meeting join link in the visit details to join the meeting at the appropriate time. See Visits in MyVeeva for Patients Help or the Creating Visits for Study Participants help topic in SiteVault Help.

If your site uses a different virtual meeting platform that you wish to see MyVeeva for Patients support, contact Veeva Support.

Verify that you scheduled the visit and invited the participant’s MyVeeva calendar alias. If the issue persists, complete the following steps to resolve this issue:

1. Verify that you entered the user’s MyVeeva calendar alias correctly when you created the visit in your digital calendar platform.
2. Verify that you entered the correct date, time, and description for the visit in your digital calendar platform. If the visit is a virtual visit, ensure that you included the virtual meeting join link.
3. If the issue persists, create a new visit or contact Veeva Support for assistance.

Users should contact the study site to inform them.

Site staff can resend the same version or send a new version of the blank ICF to the participant and their signatories. See the Processing Declined eConsent Forms page for more information.

Participants should contact the study site to request to withdraw.

The site should follow their existing standard operating procedure (SOP) for withdrawing a participant from a study in SiteVault. If a participant or their signatories have outstanding uncompleted eConsent forms, the site should cancel those eConsent forms. You can’t cancel an eConsent form that has been completed in MyVeeva for Patients.

If a user wants to delete their MyVeeva for Patients account, the site should contact Veeva. Otherwise, the user can keep their account active to be able to view their existing documents and possibly use the account for other studies in the future. MyVeeva for Patients accounts can be used for multiple sites and studies.

Ask the user to contact Veeva’s security team at security@veeva.com.